Case Study: Pakke.dk achieves 80% automated inquiry resolution and 4x higher conversion with Certainly's AI chat solution

How Pakke.dk achieved 4x as many conversations

Pakke (Pakke.dk), a Nordic shipping-services company, faced a high volume of repetitive customer inquiries and a live chat that ran only during office hours, leaving agents overwhelmed. To gain 24/7 support and reduce ticket load, Pakke implemented Certainly’s Customer Inquiries Chat Solution — a conversational chatbot designed to automate routine queries.

Certainly analyzed Pakke’s historical support data, trained and configured a multilingual chatbot (Danish, Norwegian, Swedish and English) and deployed it across web and messaging channels; within 24 hours chatbot traffic delivered a four‑times higher conversion rate. The Certainly bot now resolves 80% of inquiries (leaving 20% for human take‑over), halved support tickets, can handle up to 1,000 simultaneous chats, and has freed Pakke’s team to focus on complex cases while enabling plans to scale into new markets.

Pakke

Ulrik Kjærsgaard Larsen

Owner